Metrics & Values

How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements

Boothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process.

What Are Your Customer Experience Vital Signs?

To truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor.

A Philosophy for Customer-Centric Organizations and a Method for Instilling It

Customer-centric organizations should deliver on their mission by co-designing with customers. And the best method for realizing this goal is to work together to map out your customers’ important scenarios.

How to Gain Momentum by Turning Customer Scenarios into Operational Scorecards, Recommendations, and Action Items

After your get your marching orders from customers during a co-design session, how do you trigger action? And Operational Debrief. Learn how to conduct one and how it overcomes organizational obstacles.

Understanding the Levers that Amazon Uses to Run Its Business

Amazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises?

Enhancing Customer Scenario® Mapping by Capturing Feelings

Capturing how customers might feel depending on how well you help them achieve their goals can enhance a line of site from customer priorities through your bottom-line opportunities based on how they are feeling while doing business with you.

The New CSM Guidebook: Part 6: Identifying and Measuring Moments of Truth

Understanding your customers’ scenarios and the potential showstoppers to customer success should be part of your customer experience strategy. Learn how we identify these “Moments of Truth” as a part of Customer Co-Design.

The New CSM Guidebook: Part 5: The Vital Importance of Metrics

Measuring things is easy. Figuring out what to measure is hard! Here are guidelines for defining metrics that matter to customers and how you should measure your organization's performance and bottom-line opportunities based on these measurements.

Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done

Customer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems.

The Five “Gotcha’s” that Plague Most Initiatives

Most customer projects encounter five obstacles to success: lack of resources, lack of access to the right customers, no buy-in from execs, inadequate execution, and no tangible results. Here is advice on how to overcome these internal showstoppers.

Develop and Use a Quality of Customer Experience (QCESM) Operational Scorecard

How do you measure a return on investment for your customer experience initiatives? Connect real-time operational execution on the things that matter most to customers to actual bottom-line impact. Here’s how.